Navigating through IT invoices can often feel like unravelling a tangled web of different services, each tied to different aspects such as emails, devices, employees, and sites. In the quest for accuracy, many companies rely on their IT service providers to handle the intricacies of billing. However, rather than simplifying, IT companies can often add to this confusion with inaccurate or unclear billing, resulting in wasted time and growing frustration. In this article, we’ll delve into the common pitfalls of IT invoicing and explore the proactive measures we’ve implemented to prevent and address these issues.
Billing types
One of the primary challenges in IT invoicing lies with the varying types of billing for each service, often based on amounts of sites/offices, employees, emails, and devices. For example, your AntiVirus may be devices based, email SPAM filter email based, and Firewalls office based, which can and after do change over time. Vendors for these services can also bill differently, taking a number from the start or end of the month, billing in advance or arears, or charging for licensed or unlicensed email accounts. As most IT billing is now based around these types of ‘triggers’ let’s dive into these complexities and break down the challenges associated with them:
(For those still on a block-hour/PAYG type contracts we won’t be going into this in this article but check out our pricing page to understand why this method doesn’t benefit you long term.)
Where the numbers drift
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Employee billing
Billing per user is the most cost-effective method, but it still relies on manual updates for new starters and leavers, bringing inaccuracies and mistakes. Tracking changes over time is hard, and mid-month additions or departures complicate accuracy further.
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Email billing
Licensed vs non-licensed accounts, shared mailboxes and distribution groups all add nuance. Manual updates across separate systems cause discrepancies, many providers blindly bill what the vendor charges, so licences for people who have left keep getting paid for.
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Device billing
Replacing a device mid-month can double-bill, because the report shows two devices for one employee. Removing a device to stop that has security implications, so you face a choice between paying for an unused device or losing its protection.
The root cause of most IT billing errors is the same: manual steps between reality and the invoice. Every time a human has to update a separate system, there is an opportunity for drift.
Our approach
Having experienced the complexities surrounding IT invoicing, we made a conscious decision to simplify our billing process to ensure accuracy for our partners. We have automated all service billing behind two mechanisms, that are reliable and reportable. Let’s explore how we’ve streamlined billing for email, devices, and employees.
Email & employee billing
We’ve linked email and employee billing, recognising the intrinsic connection between the two. An integration into your email system identifies and differentiates between supported employees and consultants who require an email but are not supported. Our system then updates the employee list accordingly, and all employee-based billing is derived from this automated process. Email-based billing focuses solely on licensed mailboxes, ensuring accuracy and efficiency in our billing system.
Device billing
To simplify device billing, we’ve customised our employee leaver request form. Partners can specify whether a device should be wiped for recycling or retained for future use. We maintain essential services on retained devices for security purposes but automatically remove all services if the device remains offline for 90 days. This approach balances the need for security with the practicality of reusing devices while minimising billing discrepancies.
That’s it. It’s really that simple.
Navigating the complexities of IT invoicing requires a customer-centric approach that prioritises simplicity and accuracy. By removing the intricacies of billing, we help companies save time, avoid frustration, and foster a more efficient working relationship with us. Our commitment is to make IT management, including billing, straightforward and hassle-free. Embracing a proactive and streamlined approach benefits both parties and contributes to a positive and productive collaboration.
Written by
Michael Johnson
Part of the Sereno IT team helping growing UK businesses make confident, jargon-free technology decisions. Read more managed it support guidance in our Managed IT Support library.
